Helpshift uses state of the art spam filter to minimize the number of email-submitted spam. 

The Helpshift Spam Filter checks for the following types of spam:

  • Spam Score based categorization of spam
  • Virus in the attachments
  • Known IP for Spamming
  • Global reputation list of known spammers
  • Content of the spam
  • Intent of the email (Fraud, Phishing) 

Based on these filters, Helpshift categorizes incoming emails into three categories:

  1. Support Emails: These are genuine email issues.
    1. These email issues appear as normal issues to the Helpshift Dashboard and,
    2. These emails do not have any sort of Spam tagging in the dashboard.
  2. Possible Spam Emails: These are the emails that the Helpshift Spam filter scores as a medium to a high probability of being spam, however, the spam filter is not fully sure.
    1. These email issues appear on the Helpshift Dashboard along with a Spam tag (enable the Spam tagging features).
    2. You can create custom workflows to manage the possible Spam issues from the Dashboard. For additional information on how to manage spam with Helpshift, see How to prevent Spam with Helpshift?
      Note: If you see the spam filter tagging genuine emails, then contact the Helpshift Support team and provide the list of Issue IDs.
  3. Spam Emails: These are the emails that the Spam Filter scores as a very high probability of being spam, and blocks them from creating an issue.
    1. These spam issues do not appear on the Helpshift Dashboard and,
    2. These issues are filtered out at the spam filter level.